Level 2 Support Technician

Description

Job Summary: Responsible for handling and resolving Level 2 technical service tickets, diagnosing hardware/software issues, and monitoring IT infrastructure. Key Highlights: 1. Technical support and resolution of Level 2 and complex service tickets 2. Hardware and software problem diagnosis and resolution 3. Proactive monitoring of IT infrastructure #### **Responsibilities** * Handle and resolve escalated or highly complex Level 2 technical service tickets. * Diagnose and resolve hardware issues (workstations, servers, peripherals) and software issues (operating systems, corporate applications). * Document technical procedures and solutions, and maintain an updated knowledge base for the support team. * Proactively monitor IT infrastructure to identify and mitigate potential failures or performance bottlenecks. #### **Requirements** * Proven experience (minimum of 3 years) in a Level 2 technical support role or within IT infrastructure environments. * In-depth knowledge of Microsoft Windows operating systems (client and server) and familiarity with Linux distributions. * Solid understanding of TCP/IP networking, DNS, DHCP, VLANs, and routing protocols. * Proficiency in using ITSM (IT Service Management) tools for service ticket logging and tracking. * Relevant IT certifications such as CompTIA Network\+, MCSA, ITIL Foundation, or equivalent. #### **Skills** * Advanced Troubleshooting * ITSM Tools (e.g., ServiceNow, GLPI) * Basic Information Security * Hardware/Software Diagnosis ### **Employment Type:** CLT ### **Benefits:** Meal Voucher, Transportation Voucher, Life Insurance, Dental Plan, Health Plan ### **Department:** Corporate